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8 ways to improve customer experience in insurance industry

BirdEye

Customer experience is much more than just a buzzword, especially in the insurance industry. Clients are more likely to recommend a company that can guide them in choosing the right insurance product for them and their families. Why is customer experience important in the insurance industry?

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Top 5 Conversational Automation Considerations for Healthcare CX Providers

Uniphore

Automating authentication prompts—and transcribing member responses—can improve accuracy and reduce process redundancies, like having to repeat the same information when transferring from self-service to a live representative. Just how much can conversational automation improve employee efficiency?

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Visual Automation: Boost Agent Productivity with Smart Eyes

TechSee

Alternatively, customers can visually interact with AI-powered assistants in self-service mode, alleviating pressure on human agents. First Call Resolution (FCR) rates are improved because visual automation makes it easier for the agent to determine that the issue has successfully been resolved, eliminating errors and repeat calls.

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What is the key to success in a call center?

ViiBE Blog

What is the key to success in a call center? Call Center , Customer experience. Insurance , Retail , SMB. Metrics like customer satisfaction levels, hold times, first call resolution rates, the average speed of answer, and agent turnover rate are all important to keep track of in customer support call centers.

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Slaying 6 Myths on Remote Visual Support

TechSee

Many organizations are investing in innovations driven by customer demand and expectations that also improve KPIs such as Net Promoter Score (NPS), Average Handle Time (AHT), and First Call Resolution (FCR). Remote support is a valuable addition to all customer service channels. The opposite is true.

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How will Visual Engagement Impact Your Contact Center? The KPI Deep Dive

TechSee

Reflecting on our experiences across multiple industries — from telecom to consumer electronics, insurance and utilities , we’ve compiled a series of Best Practices based on these implementations and their results. Best Practices in Visual Support. The post How will Visual Engagement Impact Your Contact Center?

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Call Centres – to be seen and not heard?

Customer Alignment

We’ve seen announcements last month alone from Vodafone, BT, EE and others confirming that they are increasing numbers at their call centres, demonstrating an emphasis on utilising call centres more as an important interface for customer service. But, net it’s on the up. So, it’s important to get the response right.